Took Our Money & Delivered Nothing We Asked For
The experience began positively, with promising discussions and a seemingly knowledgeable team. We agreed on a project brief and cost, and made the payment. However, things immediately deteriorated as soon as they received payment. Communication became sparse, failing to meet the agreed-upon weekly updates in the brief. The work quality was extremely poor. Despite our patience, understanding, and extending the deadline twice to accommodate their issues, only 5% of the work was completed six weeks past the final deadline, and it was dysfunctional. Upon requesting a refund due to breach of contract, they denied the existence of a contract and claimed the funds were spent. This conduct is baffling and unacceptable. We strongly discourage others from using their services based on our experience.
Further to HistHelp’s reply: these claims are simply not true. The site worked perfectly on the other company’s website. It was only when you took it in board that problems developed. The previous company did communicate their concerns with me about the questions your team were asking saying they were worried about your team’s skills. In hindsight, I can see they were right to do so. You took 12 weeks to build a landing page which we had never asked for and which we could have built in 30 minutes. We can count the number of times your project manager communicated with us on one hand. He did not participate in Zoom calls when things became urgent and in the end we had to ask for him to be fired. Finally, and we think this says it all really, the previous company had one person working on the site and he did considerably more in three days (which worked) than your team of five people did in 12 weeks (which did not work and which did not match the brief).
Reply from HostHelp
We appreciate your feedback and we are truly sorry to hear that you were not satisfied with our services. Our goal is always to provide the best possible service to our clients, and I regret that we did not meet your expectations in this case.
However, I feel it's necessary to clarify a few points. When we took on your project, we inherited a platform that was already built with several bugs. This required significant extra work on our part to rectify, which unfortunately led to delays in our timeline. We communicated this to you at the time and were under the impression that you understood the situation.
We have indeed completed over half of the tasks and were in the process of finishing the rest. Despite the challenges, we were committed to delivering a quality product and were willing to go above and beyond to meet your expectations, even though the project had already exceeded the original budget.
Our service agreement was sent to you but was never signed, and as such, we were under no contractual obligation for a refund. We consulted with our legal team who confirmed this.
I understand your frustration and disappointment, and I sincerely apologise for any inconvenience caused. We value all our clients and strive to maintain a high standard of service. We were more than willing to continue working on your project to bring it to completion and to the standard you desired.
We appreciate your earlier positive review "Great Team Players & Very Supportive
George and his team are very much team players and are very transparent in their approach. Have moved my website to them and they are great!" and regret that we couldn't maintain that level of satisfaction throughout the project. We will take this as a learning experience and strive to improve our communication and project management in the future.
If you wish to discuss this matter further, please feel free to reach out to us directly.